From News Desk
NIIT StackRoute, a digital capability-building venture of NIIT, has announced the launch of its latest position paper, The Experience Age Imperative: Composable CRM, Real-Time Orchestration and Governed GenAI in the Flow of Work, outlining a new architectural blueprint for CRM and contact centre modernization in the AI era.
In response to the structural shifts reshaping enterprise customer engagement, the paper introduces the concept of the Customer Success Architect, a new enterprise role designed to bridge strategy, architecture, governance, and measurable CX outcomes. The framework integrates CRM Enterprise Solution Architect, Contact Centre CX Architect, and AI-Centric CRM Adoption Architect to help organizations redesign their operating models and embed GenAI safely, resiliently, and at scale.
As enterprises accelerate AI deployments across CRM and contact centre platforms, NIIT StackRoute has warned that legacy architecture models are struggling to absorb the complexity of GenAI-driven workflows risking fragile integrations, compliance exposure and declining technology adoption. The paper argues that about 55% of CRM projects fail to meet their objectives and CRM modernisation initiatives are failing when treated as IT upgrades rather than operating model redesigns.
Dr Vishnupriya Raghavan, Senior VP & Business Head, Enterprise IT Business, StackRoute, NIIT said, “Enterprises that go beyond simply adding AI copilots to legacy CRM stacks; and instead rethink the operating model beneath them, unlock sustainable productivity and resilience. AI in CRM is no longer just a feature upgrade; it’s an architectural opportunity.”
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